ESL Federal Credit Union is a financial institution committed to providing excellent customer service. The Customer Care Specialist will assist customers with account reviews, transaction processing, and promote ESL's digital banking features, while ensuring a high standard of customer experience.
Responsibilities
- Helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance
- Identifying and recommending products and services to help customers address financial needs in a referral capacity
- Promoting and providing support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets
- Engaging in continuous self-development and accepting feedback to improve performance
- Participating in Voluncare Model and focusing on foundational skill development for an enhanced customer and employee experience
- Using approved behaviors to ensure customer experience aligns with standards
- Recommending and referring products and services to help customers increase their convenience and achieve their financial goals
- Accurately processing customer transactions and providing appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs
- Supporting the Voice of Customer process by documenting customer feedback in the VOC database
- Understanding the need for referencing system tools, support lines, leadership, and procedures to ensure accuracy in the information provided to customers
- Acting as the first line of defense against fraud and scams which place customer account security at risk
- Delivering information to customers on identifying and preventing fraud and escalating issues to higher authorities when necessary
Skills
- High School diploma or High School equivalency diploma required
- Min 1yr customer service and/or sales experience in a retail/sales environment
- Comfortable working with a variety of computer applications
- Effective verbal communication skills
- Ability to identify opportunities to deepen customer relationships
- Ability to maintain poise and professionalism under pressure
- Demonstrate alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper
- Prior banking experience preferred
Benefits
- Wellness program
- Family assistance plan
- 401k with match
- Paid volunteer time
- Learning & Development training
Company Overview
With 100 years of locally owned history, ESL Federal Credit Union serves as a full-service financial institution to more than 465,000 members and more than 18,700 businesses. It was founded in 1920, and is headquartered in Rochester, New York, USA, with a workforce of 501-1000 employees. Its website is https://www.esl.org.